Ecommerce Customer Service Associate

Client Overview

Our client is a prestigious luxury brand renowned for its high-end footwear and leather goods. They are seeking a polished, customer-focused Ecommerce Customer Service Associate to join their corporate team and deliver an exceptional online shopping experience that reflects the brands commitment to quality and service.

Salary/Hourly Rate

$25/hr

Position Overview

This is an excellent opportunity for a customer service or retail professional looking to transition into a corporate environment within the luxury fashion industry. The ideal candidate will have a strong customer-first mindset, excellent communication skills, and the ability to resolve inquiries efficiently while maintaining the highest standards of professionalism and service.

In this role, the Ecommerce Customer Service Associate will support ecommerce operations by assisting customers with online orders, processing returns and refunds, reviewing transactions for potential fraud, and collaborating with internal teams to ensure a seamless customer experience.

Responsibilities Of The Ecommerce Customer Service Associate

• Manage customer inquiries via phone and email, providing timely, professional, and effective resolutions.
• Deliver a high-touch ecommerce customer experience that aligns with the brands luxury service standards.
• Review ecommerce transactions and conduct fraud analysis to identify and help prevent suspicious activity.
• Oversee the return and refund process, including return authorisations and customer reimbursements.
• Develop and maintain customer service resources, including FAQs and standardised email templates.
• Monitor, track, and report customer service metrics to support service quality and operational efficiency.
• Partner with the ecommerce team to support daily operations and ongoing business initiatives.
• Coordinate with warehouse and distribution teams to resolve order fulfilment, shipping, and return-related issues.
• Maintain up-to-date knowledge of the brands history, product offerings, and corporate initiatives.
• Utilise internal systems and applications to manage customer interactions, orders, and service requests.
• Ensure compliance with company policies and procedures, including return and warranty guidelines.

Required Experience/Skills For The Ecommerce Customer Service Associate

• Previous experience in ecommerce customer service, retail, or a related customer-facing role.
• Excellent written and verbal communication skills.
• Strong attention to detail, problem-solving abilities, and a customer-focused approach.
• Ability to manage multiple priorities independently in a fast-paced environment.
• Professional demeanour and discretion when handling confidential customer and order information.
• Proficiency in Microsoft Excel, Word, and Outlook.

Preferred Experience/Skills For The Ecommerce Customer Service Associate

• Experience within luxury retail, fashion, footwear, or leather goods.
• Familiarity with ecommerce platforms, order management systems, and customer service applications.
• Experience with fraud prevention and transaction review tools, such as Cybersource.
• Previous experience managing returns, refunds, and online order inquiries.

Education Requirements

• Bachelors degree required.

Benefits

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).